Medical Call Center Supervisor

Job Description

Lead the Team That Shapes Every Patient's First Experience.

As Medical Call Center Supervisor, you won't just manage schedules, you'll lead the front line of access to care, elevate service standards, and ensure every patient interaction reflects Chapa-De's commitment to person-centered excellence.

Pay: $30.55-$35.55

Benefit Highlights

• Employer-paid Health Insurance (medical, dental and vision): 100% for employee and 80% for dependents.
• 17 days PTO per year, 11 Paid Holidays, 8 Sick Days (1 hour for every 30 hours worked)
• Retirement Plan with 6% match
  
  

Your Responsibilities

• Oversee daily Call Center operations including staffing coverage, escalations, queue management, and service levels to ensure timely, professional patient access to care.
• Drive performance through data by monitoring key metrics, auditing call quality, implementing workflow improvements, and leading operational strategy and capacity planning.
• Coach, develop, and hold accountable a high-performing team through structured training programs, competency assessments, performance reviews, and real-time feedback.
• Strengthen cross-functional collaboration and culture by partnering with clinical teams, communicating priorities clearly, resolving team dynamics proactively, and modeling Chapa-De's mission and values.
  
  

Qualifications

Required Experience:

• 3 years of healthcare call center operations experience, including scheduling workflows, insurance verification, and patient access management.
• 3 years of insurance eligibility experience, including Medi-Cal, Medicare, workers' compensation, auto, and private insurance.
• Proficiency with Electronic Health Records (EHR) - preferably eClinicalWorks or similar platform and strong working knowledge of medical terminology, referrals, and Rx refill processes.
• Strong communication and technical skills, including excellent interpersonal abilities, working knowledge of HIPAA regulations, and proficiency in Microsoft Office (Word, Excel, PowerPoint).
  
  

About Us: Chapa-De is a non-profit community outpatient health center with a mission to advance the health and well-being of American Indians and low income individuals living in our communities by providing convenient access to high quality, compassionate care. Clinics located in Auburn, CA and Grass Valley, CA.

Chapa-De recognizes that our strength lies in our people. We are committed to the principles of equal employment and complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations. It is the intent of Chapa-De to maintain a work environment free of harassment, discrimination, or retaliation. We are dedicated to the fulfillment of this policy in regard to all aspects of employment, including but not limited to recruiting, hiring, placement transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. Chapa-De provides reasonable accommodation to enable qualified individuals with disabilities to perform the essential functions. Please tell us if you require a reasonable accommodation. We comply with California Department of Public Health Requirements. This may include, but not limited to, masking during flu season for employees who decline an annual flu vaccine. Preference in filling vacancies will be given to qualified Indian applicants in accordance with the Indian Preference Act (Title 25, U.S. Code, section 472 & 473).

Keyword: call center, supervisor, medical, CC Supervisor